Member Solutions Representative

The Position:

The Member Solutions Representative, reporting to the Member Solutions Manager plays a pivotal role in providing exceptional service to New Hampshire Electric Cooperative (NHEC) members and the public. The role involves addressing inquiries, resolving issues, and promoting core program initiatives.

Job Responsibilities:

• Provide courteous and effective service to members via calls, emails, or visits, offering innovative solutions and information.
• Support NHEC's strategic and cultural goals, exhibiting self-leadership, building relationships, and fostering innovation.
• Enhance member satisfaction by resolving issues, providing updates on job status, and ensuring accurate information on various matters.
• Interact professionally with members for new account establishment, billing inquiries, and construction-related matters.
• Implement billing solutions, assess deposits based on credit information, and negotiate payment schedules with delinquent members.
• Assist members in need by recommending energy assistance programs and other available funding sources.
• Promote NHEC core programs and offerings, scheduling field visits, and participating in Co-op member events.
• Performs other duties as assigned.

The Person:

• First and foremost, someone who will be energized and excited about NHEC’s mission and will thrive with the opportunity to enhance an already great organization.
• An inquisitive, open mind – someone who is interested in finding creative solutions and new ways to support the organization.
• High school diploma or equivalent required. Courses in Business, English, accounting and personal computers is very desirable. An advanced degree is preferred.
• Two years of utility background preferred including customer service, billing and collections. Knowledge of personal computers and NISC utility billing system desirable.
• Demonstrated ability to follow multiple step processes and protocols.
• Must have the ability to work without supervision and be able to make immediate and effective decisions. Must be able to work effectively in a team environment. Must be able to organize and carry out delegated work. Must be able to maintain a calm and professional appearance and attitude when dealing with members, other employees and vendors. Must have good written and oral communication skills. Must be able to navigate a database. Must have good typing and 10-key skills.

Working Conditions:

• Normal office conditions. Working hours will be scheduled. Must be available for call-outs during emergency outage situations.
• Assistance with power restoration efforts is required of all employees. It may be required during regular business hours that employees will be assigned functions to support power restoration and for some employees that may be different from their normal duties. In addition, such assistance may require working nights, weekends and holidays which may involve considerable extra hours. In order to meet this working condition, all employees are required to provide a personal phone number where they may be reached after hours. This number will only be used for internal purposes.

ADDITIONAL INFORMATION:

Review of applications will begin on April 15, 2024, and will continue until the position has been filled, or otherwise closed. Please be prepared to provide a resume and cover letter to complete your application. Any application not containing a resume and cover letter will be considered incomplete.

COMPENSATION:

NHEC views compensation in a holistic and transparent manner. We are committed to providing our employees with work-life balance, generous time off, comprehensive health and retirement benefits, and additional programs that enhance our employees and members lives. The salary targeted for this position is at $57,000.

THE ORGANIZATION:

Headquartered in Plymouth, New Hampshire, NHEC is the largest member-owned electric cooperative in New England, providing electric utility service to consumers and businesses in 115 communities throughout New Hampshire. There are 220+ employees serving our members, which is at the heart of everything we do and every decision we make, and our mission is to provide our members access to affordable, reliable electric service options that support and simplify their lives. The electric utility industry is currently undergoing enormous change as consumers look for new ways to manage energy costs through renewable energy, distributed energy resources such as solar arrays and battery storage, energy efficiency, electric vehicles, and energy-related apps on smart devices.

There is much to be proud of in our existing organization, and a genuine enthusiasm for what the future holds. It is an environment in which individual leadership and initiative are highly valued and encouraged, and success is viewed as a shared accomplishment to be celebrated by all. Ensuring our members have the energy they need, the information they want, and a partner they can trust is what makes us different. We invite you to learn more about the impact you can have by exploring our website at www.nhec.com.

Desired Experience : None Specified